System and method for handling special number calls using on-demand answering stations

ABSTRACT

A telecommunication system configured for use with a network for handling special number calls is described. The network includes a plurality of switching junctions connected by a plurality of channels, a plurality of service providing stations connected into the network at at least one of the switching junctions and the plurality of channels for effecting various telecommunication milieux. Selected of the service providing stations serve customer-operated communication devices using selected of the telecommunication milieux. The system comprises: (a) an action station configured for selective connection with action agencies; (b) an answering station connected with an action station; (c) a call processing center connected with an answering station and configured for connection with the network; and (d) an on-demand answering station connected in a virtual private network with a call processing center and with an action station. The method contemplates handling a special number call placed in the network, and comprises the steps of: (a) routing the call via the network to a call processing center connected with the network; (b) routing the call to at least one of the following via a virtual private network: (1) an answering station; or (2) an on-demand answering station; (c) evaluating service required by the call; (d) selecting an action agency appropriate for providing the service required; and (e) alerting the selected action agency regarding the service required. The method may comprise the further step of: (f) routing the call to the selected action agency.

This is a continuation of application U.S. Ser. No. 09/499,773, filed Feb. 8, 2000.

BACKGROUND OF THE INVENTION

The present invention is directed to telecommunication systems, and especially to telecommunication systems having geographic sensitivity for automatic call connection with receiving stations. The present invention is especially well configured for telecommunication systems dealing with special number telecommunication systems, such as abbreviated number emergency services notification and dispatch operation telecommunication systems. Such emergency services notification and dispatch systems are commonly known as 9-1-1 systems in the United States.

The present invention includes a system and method for enabling any abbreviated number (or other special number) geographically based routing in a manner that is cost effectively applicable to hybrid private/public telecommunication networks such as are found in today's market. Thus, the present invention is advantageous for use by a public telephone service provider (such as an incumbent local exchange company—ILEC), a competitive local exchange carrier (CLEC), an Internet service provider (ISP), a wireless service provider (WSP), a large enterprise customer using a private exchange such as a private branch exchange (PBX), a wireless traffic aggregator/reseller switching between various backbone providers, a satellite telephone service provider or any other telephone service provider that may have users, or customers, employing their service to access a special number service seeking assistance from a geographically proximate locus.

Telecommunication systems sensitive to geographic aspects have been proposed. In U.S. Pat. No. 4,757,267 to Riskin for “Telephone System for Connecting a Customer With a Supplier”, issued Jul. 12, 1988, a system is disclosed which contemplates using geographic information gleaned from a caller's telephone number for use with a V-H (vertical-horizontal) data base for ascertaining which site to connect with the caller to ensure geographic proximity between the dealer at the selected site and the caller. The Riskin system depended upon entry of the telephone number information using DTMF (Dual Tone Multi-Frequency) signaling. If a customer entered his phone number using a dial phone, Riskin provided for connecting the caller with a human operator so that the human operator could enter the telephone number information using a DTMF entry device. The V-H data base disclosed by Riskin for use with his system was a complex transformation of latitude and longitude which was used by long distance telephone companies to compute the distance between a caller and a called party in order to assess the charge for a long distance call. Riskin used the V-H coordinate system to refer a caller to a dealer that was determined to be geographically closest to the caller. Riskin also disclosed using the DTMF phone number information to connect a caller with a dealer on a territorial basis to effect “gift routing”. According to Riskin's disclosure, a dealer may be connected with a caller based upon the dealer's proximity to an intended gift recipient who was identified by DTMF phone number information relating to the intended recipient.

Riskin's invention provides only a coarse location based upon the caller's telephone number in the format: “NPA-NNX”. In that format, “NPA” refers to “Number Plan Area”, commonly known as Area Code. “NNX”, the next finer number indicator within an Area Code, refers to a Central Office of the phone service provider. As a result, Riskin's invention provides location only to the detail of an area served by a respective Central Office of a service provider. Such an area can often be a very large geographic expanse. Locating a dense population of service locations regarding proximity to a caller is problematic when the location indicator is coarsely defined, as is the case with Riskin's system.

Emergency services notification and dispatch operations, commonly known in the United States as 9-1-1 Service, has its genesis in a 1957 recommendation by the National Association of Fire Chiefs for a single number for reporting fires. In 1967, the President's Commission on Law Enforcement and Administration of Justice recommended that a single number should be established nationwide for reporting emergency situations. The use of different telephone numbers for different types of emergencies was considered to be contrary to the purpose of using a single, universal emergency notification number. Other federal agencies and several government officials supported and encouraged the recommendation. The President's Commission on Civil Disorders charged the Federal Communications Commission (FCC) with finding a solution. In November 1967, the FCC met with the American Telephone and Telegraph Company (AT&T) to establish a universal number that could be implemented quickly. In 1968, AT&T announced the establishment of the number 9-1-1 as the emergency notification number nationwide. The 9-1-1 code was chosen because it was considered to be brief, easily remembered, and could be dialed quickly. It was also a unique number that had never been employed as an office code, area code or service code, and it met long range numbering plans and switching configurations of the telecommunication industry. The 9-1-1 number met the requirements of all parties, in government and in private industry.

Congress supported the AT&T plan and passed legislation allowing use of only the numbers 9-1-1 when creating an emergency calling service. The 9-1-1 number was thus established as a nationwide standard emergency number. The first 9-1-1 call in the United States was completed by Senator Rankin Fite in Haleyville, Ala., using the Alabama Telephone Company. Nome, Alaska Implemented 9-1-1 service in February 1968.

In 1973, The White House Office of Telecommunication issued a policy statement recognizing the benefits of 9-1-1, encouraging the nationwide adoption of 9-1-1, and establishing a Federal Information Center to assist governmental units in planning and implementing 9-1-1 service.

A basic 9-1-1 System provides for programming with special 9-1-1 software a telephone company end office (also known as a “central office” or a “Class 5 office”) to route all 9-1-1 calls to a single destination. The single destination was termed a Public Safety Answering Point (PSAP). In such an arrangement, all telephones served by the central office would have their 9-1-1 calls completed to the PSAP. However, the areas served by respective telephone company central offices do not line up with the political jurisdictions that determine the boundaries for which PSAP may be responsible. That is, a municipal fire department or police department may geographically include an area outside the area served by the central office, a condition known as underlap. Likewise, the municipal fire or police department may encompass an area of responsibility that is less expansive than the area served by the central office, a situation known as overlap. Further, the original basic 9-1-1 systems did not provide any identification of the caller; the PSAP human operator had to obtain such information verbally over the line after the call was connected. The major shortcoming of the basic 9-1-1 systems was that they could not support interconnection to other telecommunication providers such as independent telephone service companies, alternate local exchange carriers (ALECs), or wireless carriers. The “basic” nature of the basic 9-1-1 system also indicates that the system does not have Automatic Location Identification (ALI) capability or Automatic Number Identification (ANI) capability with a call back capability.

Similar abbreviated number systems are in place for handling emergency service calls in countries other than the United States. The abbreviated number system established in Canada is the foreign system most similar to the system established in the United States. There are other abbreviated number calling systems in place in the United States and abroad for such purposes as handling municipal information and services calls (3-1-1) and for other purposes. All of these special, or abbreviated number call systems that have geographic-based content suffer from similar shortcomings in their abilities to automatically place incoming calls to an action-response facility geographically proximate to the locus of the caller. It is for this reason that the 9-1-1 emergency call system of the United States is employed for purposes of this application as a preferred embodiment of the system and method of the present invention.

Automatic Number Identification (ANI) is a feature for 9-1-1 services that allows the caller's telephone number to be delivered with the call and displayed at the PSAP. This ANI feature is sometimes referred to as Calling Party Number (CPN). The feature is useful for identifying the caller and, if the caller cannot communicate, for callback. A signaling scheme known as Centralized Automatic Message Accounting (CAMA), originally used to identify the originator of a long distance call for billing purposes, was adapted to facilitate ANI delivery to the PSAP. CAMA uses multi-frequency (MF) signaling to deliver 8 digits to the PSAP. The first digit (called the Number Plan Digit-NPD) specifies one of four possible area codes. Digits 2-8 represent the caller's 7-digit telephone number. The ANI is framed with a key pulse (KP) at the beginning and a start (ST) at the end in the format: KP-NPD-NXX-XXXX-ST.

The multi-frequency (MF) signaling used in connection with the ANI feature is not the same as the Dual Tone Multi-Frequency (DTMF) signaling also encountered in telecommunication systems. Both signaling schemes use a combination of two specific tones to represent a character, or digit, but the tones are different. There are 16 DTMF tones (0-9, #, *, A, B, C, D); there are a greater number of MF tones (including 0-9, KP, ST, ST′, ST″, and others). DTMF tones represent signals from a user to a network; MF tones are control signals within the network. An enhanced MF arrangement has recently been used in connection with 10-digit wireless telephone systems.

The availability of the caller's telephone number to the PSAP (the ANI feature) led quickly to providing the caller's name and address as well. This was straightforwardly accomplished using the subscriber information stored by telephone companies based upon telephone number since the 1980's. New equipment at the PSAP enabled queries of an Automatic Location Identification (ALI) data base using the caller's number provided by the ANI feature to ascertain name and address information. The ALI databases are typically maintained by the respective telephone company serving the PSAP. This was an improvement, but a problem still remained where several telephone company central offices served a town or county. Other problems also developed with the growing volume of mobile callers using wireless phones, satellite phones and communications over the Internet. Information regarding the locus of the origin of the call merely identified the locus where the call entered the wireline network; even such limited location information is not always provided. No indication was presented to identify the geographic location of such mobile callers.

As the situation of multiple central offices serving a PSAP occurred more frequently, it was clear that it was inefficient to build communication trunks from several central offices to a PSAP. As a result the 9-1-1 Tandem was developed. With that equipment, trunks from central offices are concentrated at a tandem office (a 9-1-1 Tandem) from which a single trunk group serves a given PSAP. Often a 9-1-1 tandem comprises an otherwise common Class 5 telephone system end office (EO), with added software to configure it for 9-1-1 operations. Such concentration of trunks reduces size and cost of PSAP equipment. The tandem is a telephone company switch that provides an intermediate concentration and switching point. Tandems are used for many purposes, including intra-LATA (Local Access and Transport Area) toll calls, access to other local exchange carriers (LECs), and access to long distance carriers and telephone operators.

A significant development in 9-1-1 services has been the introduction of Enhanced 9-1-1 (E9-1-1). Some of the features of E9-1-1 include Selective Routing, ANI, ALI, Selective Transfer and Fixed Transfer. Selective Transfer enables one-button transfer capability to Police, Fire and EMS (Emergency Medical Service) agencies appropriate for the caller's location listed on the ALI display. Fixed Transfer is analogous to speed dialing.

Selective Routing is a process by which 9-1-1 calls are delivered to a specific PSAP based upon the street address of the caller. Selective Routing Tandems do not directly use address information from the ALI database to execute decisions regarding which PSAP to connect. Recall that emergency services (Police, Fire and EMS) are typically delivered on a municipality basis. Often there will be one Police Department (e.g., municipal, county or state), but there may be several Fire Departments and EMS Agencies. The town will be divided into response areas served by each respective agency. The response areas are overlaid and may be defined as geographic zones served by one particular combination of Police, Fire and EMS agencies. Such zones are referred to as Emergency Service Zones (ESZ). Each ESZ contains the street addresses served by each type of responder. The ESZs are each assigned an identification number (usually 3-5 digits), known as Emergency Service numbers (ESN).

The Assignment of ESZs and corresponding ESNs enables the compilation of selective routing tables. The street addresses are derived from a Master Street Address Guide (MSAG), a data base of street names and house number ranges within associated communities defining Emergency Service Zones (ESZs) and their associated Emergency Service Numbers (ESNs). This MSAG enables proper routing of 9-1-1 calls by the 9-1-1 tandem; this is Selective Routing as implemented in a 9-1-1 system. Thus, the telephone company must have an MSAG valid address to be assigned the appropriate ESN for selective routing purposes and that information must be added to the 9-1-1 ALI database. It is by using such information that the selective routing capability of the Selective Routing Tandem can properly route a 9-1-1 call to the correct PSAP. If the information is not available in the ALI database, the record is placed into an error file for further manual handling.

A portion of the ALI database may be loaded into a Selective Routing Data Base (SRDB) for use by the 9-1-1 Tandem. The SRDB may be located in the Tandem, in an adjunct processor, or in the ALI database.

Reliability is a very important factor considered in designing 9-1-1 systems. One approach to providing reliability is to provide diversely routed trunk groups from each central office to its respective 9-1-1 Tandem. Preferably, each trunk group is large enough to carry the entire 9-1-1 traffic load for the respective central office. However, some systems are designed with less than full traffic capacity on trunk groups to “choke” or “congestion manage” incoming calls to a tandem in order to avoid overloading a PSAP. In some arrangements, parallel 9-1-1 Tandems are provided so that a central office has capable 9-1-1 Tandem ready for use (albeit with 50% call handling capacity) without interruption if one of the 9-1-1 Tandems fails. Switched bypass to an alternate 9-1-1 Tandem, commonly using digital crossover switches, is another approach to providing reliability in 9-1-1 systems.

Another approach to providing redundancy and robustness for a 9-1-1 system is the employment of Instant Network Backup (INB). Using INB, if a call does not complete to the 91-1 network for any reason (e.g., trunk failure, facility problem, 9-1-1 Tandem failure or port failure), the INB takes over and completes the call to a predesignated 7- or 10-digit number. Using this INB alternate path, ANI and ALI information are not delivered, but the call is completed to a local public safety agency, usually the local PSAP.

The interface between Operator handled calls and a 9-1-1 system is addressed in several ways. One system provides a direct connection between an Operator Tandem and the 9-1-1 Tandem. The operator forwards the call with the caller's ANI to the 9-1-1 Tandem. The 9-1-1 Tandem treats the call as though the caller had dialed the call. A second way to effect the desired interface is by using pseudo numbers. A pseudo number is a number that, when dialed, will reach a specific PSAP as a 9-1-1 call. Pseudo numbers have some special ALI information associated with them; for example, there may be a pseudo number associated with each municipality in a state. Dialing the pseudo number, usually from outside the LATA (Local Access and Transport Area), will generate a 9-1-1 to the PSAP for that municipality. The ALI display will indicate that it is a third party conference call from an unknown address in that town. The caller is not identified, but the call goes to the PSAP where the caller is believed, or claims, to be. Pseudo numbers are useful for Alternate Local Exchange Carrier (ALEC) or Competitive Local Exchange Carrier (CLEC) operators who may be located anywhere in the country.

A third method for effecting an interface for operator handled calls with a 9-1-1 system is through the public switched telephone network (PSTN), dialing the directory number for the PSAP. This is often referred to as the “back door” number by ALEC and CLEC operators.

The same issues encountered in implementing a 9-1-1 system for identifying user location are also extant in other telecommunication systems where user location (or other locations) are important. As mentioned above in connection with the Riskin '267 Patent, marketing decisions, dealer contact actions and delivery actions may be more informedly effected using location information obtainable from a properly featured telecommunication system. According to Riskin, such geographic location information is of value even when it is coarse information suitable only for locating a caller within a telephone service provider central office service area.

The advent of wireless communications has further exacerbated the difficulty of ascertaining caller location in telecommunication systems. The “patchwork” solutions described above regarding 9-1-1 systems have been mirrored in other special, or abbreviated number systems to a significant extent. The “patchwork” solutions have created a capability-limited telecommunication system that cannot ascertain geographic information as fully or as easily as it should for all types of callers. This capability limitation has been especially felt in connection with wireless telephone systems. The system is overly dependent upon human intervention to properly route calls to appropriate receivers, such as a proper PSAP. New modes of communication, such as Voice Over IP (Internet Protocol), further contribute to telecommunication traffic not identifiable regarding geographic origin using present telecommunication routing systems.

Similar limitations will likely occur in other abbreviated number, or other special number, telephone systems handling location-based calls with resulting adverse limitations. Other such abbreviated number systems include emergency call systems in countries other than the United States, abbreviated number calling systems for reaching telephone maintenance services, abbreviated number calling systems for municipal information and services, and similar systems.

There is a need for an improved telecommunication system and method with geographic sensitivity that can be employed for abbreviated number systems and other telephone systems to ascertain user location or other geographic information with less human intervention than is presently required.

There is also a need for an improved telecommunication system and method with geographic sensitivity that can be employed for abbreviated number systems and other telephone systems to ascertain user location or other geographic information when involving wireless, Internet, satellite or other non-geographically fixed communication technologies.

SUMMARY OF THE INVENTION

A telecommunication system configured for use with a telecommunication network for handling special number calls is described. The telecommunication network includes a plurality of switching junctions connected by a network of a plurality of communication channels, a plurality of telecommunication service providing stations connected into the network at at least one of the switching junctions and the plurality of communication channels for effecting a plurality of various telecommunication milieux. Selected of the telecommunication service providing stations serve a plurality of customer-operated communication devices using selected of the telecommunication milieux. The system comprises: (a) at least one special number action station configured for selective connection with a plurality of action agencies; (b) at least one special number answering station connected with at least one special number action station; (c) at least one special number call processing center connected with at least one special number answering station and configured for connection with the telecommunication network; and (d) at least one on-demand special number answering station connected in a virtual private network arrangement with at least one special number call processing center and with at least one special number action station. The method of the invention contemplates handling a special number call placed by a caller in the telecommunication network. The method comprises the steps of: (a) routing the special number call via the telecommunication network to at least one special number call processing center connected with the telecommunication network; (b) routing the special number call to at least one of the following via a virtual private network: (1) at least one special number answering station; or (2) at least one on-demand special number answering station; (c) evaluating service required by the caller; (d) selecting at least one special number action agency appropriate for providing the service required; and (e) alerting the selected special number action agency regarding the service required. The method may further comprise the further step of: (f) routing the special number call to the special service action agency.

Prior art special number, or abbreviated number telecommunication systems receive some geographic related information. In some presently existing situations, mostly involving wireline telephone connections, geographic information received is adequate to accomplish required routing. In other presently existing situations, such as in situations requiring rerouting of calls to wireless service providers (WSP), to private branch exchanges (PBX), to overcome a problem in the normal wireline connection, or for other special situations, required call routing is difficult. The degree of difficulty varies depending upon whether adequate arrangements were made beforehand between respective PSAPs. In such dificult rerouting situations, human operators at special number answering stations must effect connection with geographically appropriate special number action stations in order that appropriate action agencies geographically proximate to the caller initiating the special number call may be responsively employed. In some systems the human operator effects the required routing by pressing a button, or a plurality of buttons. However, in order to ascertain the desired destination of the call, the human operator must read a screen or consult a list or directory. Such consulting to ascertain desired routing decisions consume time and offer opportunities for human errors.

There is a need for an automatic-connection capability for effecting the desired geographically proximate call completion with little or no human operator intervention required. Automatic routing based upon geographic information provided with call information is known for generalized telephone network systems. There is a need for employing the advantages proven to be attainable by today's generalized telephone network systems technology to the 1960's and 1970's “patchwork” system structure presently employed for special number communication systems in the United States.

The special number handling and routing system of the present invention offers numerous advantages over present special number systems. The present invention contemplates adding special number handling capabilities to a telecommunication network switch, such as selective routing, enhanced Automatic Location Identification (ALI), mapping, and other capabilities peculiarly applicable to special, or abbreviated number call handling. Such added capabilities at the special number system network switch level provide significant flexibility to handling of special number calls by a telecommunication system. For example, such integration of special number call handling capability in a telephone network obviates the need for choking through overflow routing, queuing, interactive voice response (IVR) or granular plotting of calls for filtering. The new system of the present invention minimizes the difficulty in coordinating choking across a variety of Local Exchange Carriers (LECs) that may route calls to a 9-1-1 tandem. The new system provides each carrier (LEC) with an appropriately engineered network access to manage call volume and distribute calls to call takers in special call answering stations, such as Public Safety Answering Positions (PSAPs), or route the calls to queues or IVRS, according to extant service policies.

Another important capability provided by the system of the present invention is an ability to manage multiple special number answering stations (such as PSAPs) for disaster recovery, mutual aid, or other cooperative activities. The system of the present invention facilitates sharing of data screens, call screens, dispatch screens and other commonalities that may be instituted when needed without necessarily requiring voice connection. The system of the present invention also creates a more robust system better able to resist interruption during disaster operations. Integrating special number handling systems with a telecommunication system at the special number system network switch level provides significantly greater flexibility and speed in traffic rerouting to avoid network breaks, and similar disaster-related problems.

Also of significance, such high-level integration of special number handling systems with public telecommunication systems makes it more likely that improvements and advances in communication technology will be employed for upgrading special number handling in the future. If special number handling systems are not “main stream” applications integrated within the public phone system, there may be a tendency for them to evolve differently than the public telephone system, and future compatibility between systems would be ever more difficult.

Further, high level integration of special number call handling capabilities within the main stream public telephone network facilitates easier inclusion of diverse special call handling agencies within the system, such as colleges, animal control agencies, poison control agencies and others.

By way of example, from a public safety perspective, two significant improvements provided by the system of the present invention are (1) interconnected PSAPs with click-through routing enabling that treats all PSAPs as one large logical PSAP across political jurisdictions and carrier service providers' boundaries; and (2) a significantly more reliable network with added redundancy, ability for calls to overflow and be backed up (e.g., eliminating choking) and enhanced network management capabilities using the latest technologies. These advantages are realized because the system of the present invention employs 9-1-1-tandems interconnected with all other 9-1-1 tandems and network switches at high level interfaces enabling more varied data types at faster speeds in the public telephone network. In its preferred embodiment, a 9-1-1 tandem configured according to the present invention is a stand-alone switch apparatus.

It is, therefore, an object of the present invention to provide a telecommunication system and method for handling special, or abbreviated number calls that has geographic sensitivity.

It is a further object of the present invention to provide a telecommunication system and method for handling special, or abbreviated number calls that can automatically connect a caller with a geographically proximate action agency with no human intervention using geographic information included with call information.

Further objects and features of the present invention will be apparent from the following specification and claims when considered in connection with the accompanying drawings, in which like elements are labeled using like reference numerals in the various figures, illustrating the preferred embodiments of the invention.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram illustrating selected elements of a prior art abbreviated number telecommunication system manifested in a 9-1-1 system.

FIG. 2 is a block diagram illustrating selected elements of the preferred embodiment of the abbreviated number telecommunication system of the present invention, manifested in a 9-1-1 system.

FIG. 3 is a schematic diagram illustrating a prior art employment of an abbreviated number system in a telecommunication network, manifested in a 9-1-1 system.

FIG. 4 is a schematic diagram illustrating employment of an abbreviated number system in a telecommunication network, manifested in a 9-1-1 system, according to the present invention.

FIG. 5 is a schematic flow diagram illustrating the preferred embodiment of the method of the present invention, manifested in a 9-1-1 system.

FIG. 6 is a block diagram illustrating selected elements of the preferred embodiment of the special number telecommunication system of the present invention, manifested in a 9-1-1 system.

FIG. 7 is a schematic diagram illustrating employment of a telecommunication system for use with a telecommunication network for handling special number calls according to the present invention, manifested in a 9-1-1 system.

FIG. 8 is a schematic flow diagram illustrating the method of the present invention, manifested in a telecommunication system for handling special number calls.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT

FIG. 1 is a block diagram illustrating selected elements of a prior art abbreviated number telecommunication system, manifested in a 9-1-1 system. In FIG. 1, a prior art 9-1-1 telecommunication system 10 includes a 9-1-1 tandem 12 connected with a selective router 14 and an ALI database 16. A plurality of service providers 18 are connected with 9-1-1 tandem 12. Service providers 18 are illustrated in FIG. 1 as representatively including an incumbent local exchange carrier #1 (ILEC1) 20, an incumbent local exchange carrier #2 (ILEC2) 22, an independent local exchange carrier (IndepLEC) 24, a wireless service provider (WSP) 26, a multi-services operator (MSO) 28, a competitive local exchange carrier (CLEC) 30, and a private branch exchange (PBX) 32. Service providers 18 may also include other entities, as represented by a service provider “OTHER” 34 in FIG. 1. Service providers 18 provide telecommunication services to users (not shown in FIG. 1) including, as one communication service, a connection with a 9-1-1 emergency call service. System 10 is representative of a prior art 9-1-1 system in a large metropolitan area having several political jurisdictions. Thus, 9-1-1 tandem 12 serves a plurality of public safety answering positions (PSAPs) 36, such as PSAP1, PSAP2, PSAP3, PSAP4, PSAP5, and PSAPn. The term “PSAP” may also be used to refer to “public safety answering points”.

Other emergency call entities 38 are illustrated in FIG. 1 as not connected with 9-1-1 tandem 12. Such entities are typically not included within a 9-1-1 system, yet often may find it advantageous to employ a system such as 9-1-1 system 10. Other entities 38 are representatively (yet, not exhaustively) illustrated in FIG. 1 as including college campuses 40, poison control centers 42, animal control agencies 44, private alarm companies 46, language translation providers 48, private roadside assistance agencies 50, federal agencies 52 and relay entities 54. The architecture of prior art 9-1-1 system 10 is centralized primarily around incumbent local exchange carriers (ILECs), such as ILEC1 20 and ILEC2 22, and secondarily around political jurisdictions (not shown in FIG. 1). There are some cooperative agreements in effect, but they are another aspect of the “patchwork” nature of the prior art 9-1-1 systems represented by FIG. 1. The result is that prior art 9-1-1 systems, such as 9-1-1 system 10, are compartmentalized in structure, and cross-jurisdictional cooperation is not easily effected unless a group of jurisdictions—e.g., municipalities within a county—arrange to “hard wire” the connections necessary to accomplish cooperative structure. Sometimes a group of related PSAPs may make other special arrangements with a LEC (Local Exchange Carrier). Interconnection between carriers (i.e., service providers 18 in FIG. 1) or between wireline carriers and wireless carriers are cumbersome. One result is that such ad hoc cooperative system arrangements too often result in a fragile system susceptible to service interruption during disaster situations. It is in such disaster situations that such emergency service systems will be needed most, yet such systems are presently configured in manners lacking robust redundant and diverse route paths to existing 9-1-1 tandems from the service provider offices (e.g., service providers 18 in FIG. 1), or from PSAPs 36 (FIG. 1).

Also of significant importance is the lack of connectivity between other entities 38 and 9-1-1 tandem 12 in prior art system 10. Such a lack of connectivity means that other entities 38 effect connection with a PSAP 36 via the public switched telephone network (PSTN), not shown in FIG. 1, like any other call made between subscribers.

Another significant shortcoming of prior art 9-1-1 system 10 is difficulty in rerouting of calls to an appropriate PSAP 36 geographically proximate to a caller when a PSAP receives a misrouted 9-1-1 call, that is the caller is located not in an area served by the receiving PSAP 36. If a caller reveals his location to a human operator located within system 10 (most likely in association with operation of 9-1-1 tandem 12), the human operator can manually reroute the call to connect the call to a PSAP 36 most proximate to the caller's location. Selective router 14 identifies which PSAP is appropriate for handling a particular emergency based upon location information regarding the caller. Using information from selective router 14, a human operator may effect connection with the indicated appropriate PSAP; selective router 14 does not have a straightforward robust rerouting capability as is contemplated by the present invention. Selective router 14 may present a display on a screen to a human operator for selecting an appropriate PSAP for the call being considered. The human operator selects a PSAP from the display on the screen and presses a button to complete the call. In essence, the call completion is effected as a conference call. Such a call destination selection and completion arrangement is fraught with opportunities for human error, and ties up communication resources unnecessarily.

ALI database 16 is just that—a data base. ALI database 16 cooperates with selective router 14 to facilitate the identification of an appropriate PSAP by selective router 14. However, no straightforward robust rerouting of calls to PSAPs proximate to a caller's locus is effected using ALI data base 16, selective router 14, or any combination of those devices.

FIG. 2 is a block diagram illustrating selected elements of the preferred embodiment of the abbreviated number telecommunication system of the present invention, manifested in a 9-1-1 system. In FIG. 2, an improved 9-1-1 system 60 includes a first emergency service complex (ESC1) 62 and a second emergency service complex (ESC2) 64. Preferably emergency service complexes ESC1 62 and ESC2 64 are substantially the same in structure and are arranged for parallel backup operational support for users of improved system 60. In order to simplify explanation of improved system 60, this description will focus upon connections and arrangements involving emergency service complex ESC1 62, with the understanding that parallel connections and arrangements are in place regarding emergency service complex ESC2 64.

Emergency service complex ESC1 62 serves a plurality of service providers 66. As will be appreciated in greater detail in connection with FIG. 4, emergency service complex ESC1 62 is connected via a public telecommunication network (not shown in FIG. 2) with a significantly wider range of service providers 66 than were served by prior art 9-1-1 system 10 (FIG. 1). Thus, emergency service complex ESC1 62 serves service providers 66 including an incumbent local exchange carrier (ILEC) 68, a wireless service provider (WSP) 70, an Internet service provider (ISP) 72, and other service providers 66 not specifically identified in FIG. 2. In fact, emergency service complex ESC1 62 may be connected via a public network, such as a public switched telephone network (PSTN) (not shown in FIG. 2) with any of the service providers 18 (FIG. 1), with any or all of the other entities 38 (FIG. 1), and with additional service providers not even contemplated for connection with prior art 9-1-1 system 10. Such additional service providers may include, by way of example, Internet service provider ISP 72 (FIG. 2).

Service providers 66 provide telecommunication services of various milieux to callers, or users 74. The various telecommunication milieux contemplated by system 60 of the present invention includes any electronic transmission of information including, for example, voice, data and video communications, whether delivered via systems employing digital, analog, ISDN, optical, wireline, wireless, or other delivery technologies. Also included within the contemplated technological applicability of the present invention are voice, data or video signals delivered over the Internet, via satellite communications, or via other delivery media.

A similarly broad array of communication milieux are also available to connect emergency service complex ESC1 62 with a plurality of public safety answering positions (PSAPs) 76, such as PSAP1, PSAP2, PSAP3, PSAP4, PSAP5, PSAP6, and PSAPn. Similar parallel communication capability is also available between emergency service complex ESC2 64 and service providers 66 and PSAPs 76. The connections relating to emergency service complex ESC2 64 are not fully displayed in FIG. 2 in order to keep the drawing simple for purposes of explaining the present invention.

Emergency service complex ESC1 62 is configured much like a digital switching node in a public telecommunication network to include a network manager device 78 and a data communication manager device 80. Improved system 60 further includes a selective call router 82 and an ALI/enhanced ALI data base 84. Network manager device 78, data communication manager device 80 and selective call router 82 cooperate to effect location-based call routing, monitor system maintenance needs and carry out other administrative functions. ALI/enhanced ALI data base 84 is substantially similar to such data bases used in present enhanced 9-1-1 systems, and provides additional information relating to callers using the 9-1-1 system, such as special medical needs, handicaps, medication needs and similar information that can be provided by subscribers, or callers, for use in case of an emergency.

Preferably emergency service complex ESC1 62 also includes a reporting data base and utility 86 for ascertaining certain operational characteristics regarding emergency service complex ESC1 62 and improved system 60. For example, reporting data base and utility 86 may be configured to allow managers of improved system 60 to determine how many calls are not reaching an appropriate PSAP 76 within a prescribed time, whether changes in routing criteria might be useful in balancing loads on PSAPs 76, and similar information.

A preferred embodiment of emergency service complex ESC1 62 further includes a mapping capability 88 capable of interpreting geographical information received relating to callers and displaying an indication of such geographic information on a map at emergency service complex ESC1 62, selected PSAPs 76 or elsewhere as an aid to human operators or others. A preferred embodiment of emergency service complex ESC1 62 also includes an automatic call distributor (ACD) 90. ACD 90 effects routing of calls to appropriate PSAPs 76 based upon information provided by selective call router 82. It must be emphasized here that selective call router 14 of prior art system 10 (FIG. 1) relates only street address information with PSAPs, and is not configured for or capable of comprehensive global geographic location determination as is contemplated with the present invention. The configuration of emergency service complex ESC1 62 with a telecommunication switch capability appropriate for operation within a PSTN (including virtual private networks, private networks and other limited access network configurations) as a “full participant” station operating as a telecommunication system node, as contemplated by the present invention, means that selective router 82 of improved system 60 may identify and effect routing to any PSAP reachable by the PSTN.

The present invention contemplates improved system 60 being configured for full participation in a global telecommunication network (not shown in FIG. 2) as a substantially fully cognizant telecommunication switching capability. As a consequence of the fully capable network configuration of the present invention, improved system 60 can receive calls from any user connected with a global telecommunication network through service providers connected to the global network. Thus, geographic information relating to callers' loci will be received relating to a plurality of communication milieux: plain old telephone system (POTS), wireless telephones, satellite telephones, Internet connections, and data delivered by any of those conveyances. Being connected with the global network as a fully capable entity, improved system 60 may interpret geographic information received relating to callers' loci on a global basis. Further, because of the global access available to improved system 60 via the global network, connection to PSAPs may be effected worldwide depending upon the geographic information received.

Thus, for example, a caller located in Arizona placing an emergency service call to a private roadside assistance agency situated in Michigan may be serviced by a local action agency (e.g., police, fire, emergency medical service or towing company) because the Michigan roadside assistance agency routed the call to a Michigan emergency service complex (ESC) along with geographic information embedded in call set up data identifying the caller's location in Arizona. The ESC in Michigan can recognize the geographic relevance of the embedded information to route the call (via the global network through its network manager capability) to the appropriate PSAP most proximate to the caller's locus in Arizona.

Such geographic information may indicate location of a switch or service provider (e.g., ILEC, ALEC, WSP) handling the abbreviated number call. The geographic information may be derived from Global Positioning System (GPS) information, or triangulated information from a plurality of wireless service towers to estimate position of a wireless caller. Another type of geographic information may relate to the Internet service provider access point used by the caller to send a message, or any other geographic information appropriate to estimate the locus of the caller placing the abbreviated number call.

The present invention also contemplates that an emergency service complex, such as emergency service complex ESC1 62 (FIG. 2) will have an Internet connected capability. Using such a capability, for example, an operator at emergency service complex ESC1 62 could click on an appropriate button on a tool bar display on a computer screen to effect desired connections, including Internet communications connections. One embodiment of this novel capability is to establish an emergency services “chat window” to facilitate exchange of information between an operator associated with ESC1 62 and a caller accessing the emergency service system via the Internet.

FIG. 3 is a schematic diagram illustrating a prior art employment of an abbreviated number system in a telecommunication network, manifested in a 9-1-1 system. In FIG. 3, a “country” 100 includes “states” 102, 104, 106, 108. State 104 includes two “counties” 110, 112. Country 100 is served by a telecommunication network 114.

State 102 has an emergency service tandem T₁. Tandem T₁ is connected with public safety answering position (PSAP) P₁; PSAP P₁ has communication links with local police (P), fire (F) and emergency medical (E) agencies. Tandem T₁ is also connected with central office CO,, the local telephonic service provider for state 102: Central office CO₁ supports and is connected with wireline users U_(1a), U_(1b), U_(1c), U_(1d). Central office CO₁ is connected with network 114.

State 104 has two counties 110, 112. County 110 has two emergency service tandems T₂₁, T₂₂, both of which tandems T₂₁, T₂₂ are connected with a PSAP P_(2; PSAP) P₂ has communication links with local police (P), fire (F) and emergency medical (E) agencies. Tandem T₂₁ is connected with central offices CO₂₁₁, CO₂₁₂. Central office CO₂₁₁ supports and is connected with wireline users U_(211a), U_(211b). Central Office CO₂₁₂ supports and is connected with wireline users U_(212a), U_(212b). Central offices CO₂₁₁, CO₂₁₂ are each connected with network 114. Tandem T₂₂ is connected with central offices CO₂₂₁, CO₂₂₂. Central office CO₂₂₁ supports and is connected with wireline users U_(221a), U_(221b), U_(221c). Central Office CO₂₂₂ supports and is connected with wireline users U_(222a), U_(222b), U_(222c). Central offices CO₂₂₁, CO₂₂₂ are each connected with network 114. County 112 has an emergency service tandem T₃ connected with a PSAP P₃. Tandem T₃ is connected with a central office CO₃. Central office CO₃ supports and is connected with wireline users U_(3a), U_(3b). Central office CO₃ is connected with network 114.

State 106 has an emergency service tandem T₄. Tandem T₄ is connected with public safety answering position (PSAP) P₄; PSAP P₄ has communication links with local police (P), fire (F) and emergency medical (E) agencies (not shown in FIG. 3). Tandem T₄ is also connected with central offices CO₄₁, CO₄₂. Central office CO₄₁ supports and is connected with wireline users U_(41a), U_(41b). Central office CO₄₂ supports and is connected with wireline users U_(42a), U_(42b). Central offices CO₄₁, CO₄₂ are connected with network 114.

State 108 has an emergency service tandem T₅. Tandem T₅ is connected with public safety answering position (PSAP) P₅; PSAP P₅ has communication links with local police (P), fire (F) and emergency medical (E) agencies (not shown in FIG. 3). Tandem T₅ is also connected with central offices CO₅₁, CO₅₂. Central office CO₅₁ supports and is connected with wireline users U_(51a), U_(51b), U_(51c). Central office CO₅₂ supports and is connected with wireline users U_(52a), U_(52b). Tandem T₅ may also be connected with wireless service provider (WSP) WSP₅ and Internet service provider (ISP) ISP₅. The dotted lines connecting WSP₅ and ISP₅ with tandem T₅ are intended to indicate that such a direct connection is not always established; wireless service providers and Internet service providers often communicate with 9-1-1 systems only via the PSTN. In FIG. 3, wireless service provider WSP₅ supports mobile users MU_(5a), MU_(5b), NU_(5c), MU_(5d), MU₅₂. Internet service provider ISP₅ supports Internet users (not shown in FIG. 3). Central offices CO₅₁, CO₅₂ are connected with network 114.

It is important to note in connection with the prior art arrangement illustrated in FIG. 3 the lack of direct connection between any tandem T₁, T₂₁, T₂₂, T₃, T₄, T₅ with network 114. Thus, the only connection of any tandem with network 114 is via a respective central office.

FIG. 4 is a schematic diagram illustrating employment of an abbreviated number system in a telecommunication network, manifested in a 9-1-1 system, according to the present invention. In the interest of avoiding prolixity and keeping the explanation of the present invention straightforward and simple, a detailed description of FIG. 4 repeating aspects of FIG. 4 that are the same as were illustrated in FIG. 3 will not be undertaken. The tandems, central offices, users, wireless service provider and Internet service provider are all in the same locations and labeled using the same terminology in FIG. 4 as they are in FIG. 3. An important difference in FIG. 4 is that all connections between a tandem and a central office, a wireless service provider, or an Internet service provider have been removed. Also, each tandem is directly connected with network 114. Thus, in state 102, tandem T₁ remains connected with PSAP P₁, but is not connected with central office CO₁. In state 104, Tandem T₂₁ remains connected with PSAP P₂, but is not connected with central offices CO₂₁, CO₂₂. Similarly, tandem T₂₂ remains connected with PSAP P₂, but is not connected with central offices CO₂₂₁, CO₂₂₂. Tandem T₃ remains connected with PSAP P₃, but is not connected with central office CO₃. In state 108, tandem T₅ remains connected with PSAP P₅, but is not connected with central office s CO₅₁, CO₅₂, not connected with wireless service provider WSP₅, and not connected with Internet service provider ISP₅.

In fact, direct connections between tandems and PSAPs are not strictly required by the present invention; all connections with tandems may be effected via a public switched telephone network (PSTN), such as network 114 in FIG. 4. Direct connection with a service provider such as a central office, a wireless service provider or an Internet provider may be established, if desired. However, such direct connections are not required to advantageously employ the structure of the preferred embodiment of the present invention.

All tandems T₁, T₂₁, T₂₂, T₃, T₄, T₅ are connected with network 114. Connection with network 114 is the only connection that any tandem T₁, T₂₁, T₂₂, T₃, T₄, T₅ needs to have with any service provider, with any other tandem, or with any PSAP. Of importance is the fact that connection with network 114 effects connection between each tandem T₁, T₂₁, T₂₂, T₃, T₄, T₅ and any PSAP P₁, P₂, P₃, P₄, P₅ in state 100.

Providing each tandem T₁, T₂₁, T₂₂, T₃, T₄, T₅ with network switching and management capabilities, as by including selective call router 82, automatic call distributor 90, network manager device 78 and data manager device 80 (FIG. 2), ensures that each tandem T₁, T₂₁, T₂₂, T₃, T₄, T₅ can fully employ geographic information accompanying a call to effect routing of the call to the most proximate PSAP P₁, P₂, P₃, P₄, P₅ to the caller's locus for providing assistance. Further, the network connection simplifies such routing to a proximate PSAP whatever the communication milieu employed to convey the call; all of the calls eventually are conveyed over network 114 to a tandem T₁, T₂₁, T₂₂, T₃, T₄, T₅, and all calls for dispatching assistance are likewise conveyed over network 114.

The desired pairing of emergency service complexes (ESC) for redundancy in case of disaster can be easily established using known network design and planning techniques, thereby avoiding installation of expensive hard wiring to effect desired parallelism. Further, using network management techniques backup capabilities may be established “on the fly” in case both a primary and a backup ESC are incapacitated. No hard wiring among tandems is necessary to establish redundancy or robustness in the system. All that is required is rerouting of calls within network 114 to create redundancy and back up arrangements, a network management software exercise.

Reference has been made earlier to geographic information accompanying calls. Such geographic information may include routing information within a network identifying the portal at which the call entered the network. For Internet communications (voice or data), the local access number employed to initiate the Internet service may provide a geographic indication of a caller's locus. Global Positioning System (GPS) information, or some other multi-dimensional coordinate locating system, may be employed for locating callers using wireless or satellite communication means. Other sorts of geographic information may as well be employed in connection with practicing the present invention without departing from the spirit of the invention.

FIG. 5 is a schematic flow diagram illustrating the preferred embodiment of the method of the present invention, manifested in a 9-1-1 system. In FIG. 5, the method is intended for use for handling abbreviated calls in a telecommunication network including an array of switches, junctions, communication channels, customer-operated communication devices and telecommunication service providing stations connected to facilitate electronic communication among a plurality of stations using a plurality of communication milieux (not shown in FIG. 5). The method 170 begins with the step of routing the abbreviated number call via the telecommunication network to an abbreviated number call processing center, as indicated by a block 172. The illustrative embodiment employed for explaining the invention in FIG. 5 is a 9-1-1 emergency services call in the United States. Thus, block 172 is labeled to indicate that the abbreviated number call is a 9-1-1 call routed to an emergency service complex (ESC) via a public switched telephone network (PSTN).

The method continues with evaluating geographic information received with the abbreviated number call to ascertain the locus of the caller originating the abbreviated number call, as indicated by a block 174. Such geographic information may indicate location of a switch or service provider (e.g., ILEC, ALEC, WSP, ISP) handling the abbreviated number call. The geographic information may be derived from Global Positioning System (GPS) information, or triangulated information from a plurality of wireless service towers to estimate position of a wireless caller, or any other geographic information appropriate to estimate the locus of the caller placing the abbreviated number call.

The method continues with selecting at least one abbreviated number call answering station (e.g., a public safety answering position—PSAP), as indicated by a block 176. The abbreviated number call is then routed to at least one abbreviated number call answering station, as indicated by a block 178. The at least one abbreviated number call answering station receiving the abbreviated call evaluates the content or nature of the call to ascertain the service required by the caller, as indicated by a block 180. Based upon the evaluation conducted according to block 180, the at least one abbreviated number call answering station chooses an abbreviated number action agency for response to the abbreviated number call, as indicated by a block 182. The selected action agency is notified of the action required by the abbreviated amber call, as representatively indicated by a block 184 (in which case the response required may be provided by a police agency), a block 186 (in which case the response required may be provided by a fire agency), and a block 188 (in which case the response required may be provided by an emergency medical service agency).

A further step of the method, not shown in FIG. 5, may involve actually routing the abbreviated number call to the action agency for handling directly with the caller. Even further, the abbreviated number call may be routed to the responding unit dispatched by the action agency to the scene, such as a police patrol car or an ambulance.

Special number call center managers, such as public safety call center managers associated with the 9-1-1 Emergency Call Services system, are currently faced with two significant operational problems. First, there is a dearth of trained special number system call takers. This shortage is especially acute among 9-1-1 Emergency Call System call takers. There is a high turnover among call taking personnel. Such turnover escalates costs of operating the system and lowers the population of fully trained and experienced personnel. A second problem faced by system operators is during adverse weather conditions, or other conditions that make it difficult to make one's way to a call processing center. Call centers are often short handed because some personnel cannot make it in to assume their duties. Such short handed situations tend to be most prevalent during times of greatest disruption, hence during times of greatest need for such systems as the 9-1-1 Emergency Call System. Rural areas or areas having lesser road clearing capabilities also suffer seriously from this problem. The short handed manning of call processing centers exacerbates already difficult situations by contributing to emergency response problems and public safety risks.

A most valuable advantage provided by the distributed network contemplated by the present invention is the added capability for dispersed operations in the event of disaster. No longer must dedicated sites for call centers be built. Sites can be added with significantly less cost for selective inclusion in a virtual private network as needed, rather than installing hard-wired connections with a dedicated “bricks-and-mortar” facility. A virtual private network, as contemplated by the present invention, is a public-switched network making use of the PSTN. In this context, the PSTN is regarded as including any publicly accessible phone network, including wireless service networks, Internet service providers (ISPs), satellite telephone networks, paging networks and the like. Some may regard a virtual private network as including use of a “slice” of transport on an otherwise shared facility. In the context of the present invention as it applies in such a narrow view of a virtual provate network, the transport may be dedicated (e.g., a dial-up line to a house that is later shared in the PSTN or is run into a dedicated remote access device similar to access devices used by internet service providers, but configured for emergency service 9-1-1 traffic).

The present invention will be explained in the representative context of a 9-1-1 Emergency Call System. The solution provided by the present invention establishes a capability to operate virtual, distributed public safety call centers that can be located in sites distal from the emergency services complex (ESC). Sites such for virtual call centers include small, remote fire stations, mobile emergency vans situated proximate to a disaster scene, call takers' homes, or any other site served by the public switched telephone network (PSTN). In this context, the PSTN is regarded as including any publicly accessible phone network, including wireless service networks, Internet service providers (ISPs), satellite telephone networks, paging networks and the like.

The present invention contemplates providing call center functionality equipping intrasystem (e.g., within the 9-1-1 System) call centers to the virtual call centers. The virtual call centers may be regarded as on-demand call centers because they may be selectively activated; they only need to be activated when they are to be used. No special hard wiring is necessary to connect the on-demand call centers other than a normal hook-up for access, such as a modem. High capacity lines, such as IDSN lines, T-1 lines or DSL lines are preferable arrangements, but they are not necessary. Even analog lines will satisfy communication requirements for the present invention. It is worthwhile to note that a high capacity line, such as a 56K+ private line is not necessary and, along with ISDN, would require “hard wiring.” In practice, an agency may have certain call takers' homes or other locations like volunteer fire stations pre-provisioned with a communication capability (such as, ISDN, or analog and an ISDN phone) with a desktop computer or laptop PC with a limited functionality-added box for ANI/ALI capture, recording, transfer, and dial-back functions/capabilities. Thus, for example in the 9-1-1 Emergency Call System, an on-demand call center would be equipped to receive and process all of the signaling and messaging appropriate to fully participate in emergency service call handling. That is, an on-demand emergency service call center would have mapped/ ALI software (software that displays caller number, location and other information, and plots the caller's location on a map), computer aided dispatch (CAD) applications, automatic number identification (ANI) capability and other public safety system capabilities. Such equipping of on-demand emergency service call centers could be effected by providing sufficient computer equipment at each remote, on-demand call center site. The requisite outfitting of remote sites as on-demand emergency service call centers may also be accomplished by networking the remote sites with the centrally located capabilities (software and memory capacity) via the virtual private network connecting the emergency service complex (ESC) and the remote site(s). In such a network-sharing arrangement, the reliability of the system relies upon the robustness of the virtual private network. Updates of information for sites having on-site capabilities can be effected periodically via the virtual private network.

When it is contemplated that a call will be routed to a remote site for handling by an on demand emergency service call center, it is preferable that all special number call information will also be routed to the remote site with the call. For example, in a 9-1-1 Emergency Call System public safety information, such as ANI information (not simply caller ID information) and other information (such as wireless caller location information) will be routed to the remote call center.

Preferably, emergency services complexes (ESCs) that are equipped according to the present invention will be provided with a capability to establish an operational configuration (e.g., a “disaster” mode, or a “hurricane” mode setting). By simply ordering the ESC to operate in such a predetermined mode, calls routed to the “bricks-and-mortar” ESC will also be automatically routed to an appropriate predetermined remote on-demand emergency service call center via a virtual private network using the PSTN (as broadly defined herein). Such predetermined configurations for operational call routing may be established as a matter of course, or in response to a disaster, or as a contingency event (e.g., certain communication connections in the intrasystem network are inoperative).

FIG. 6 is a block diagram illustrating selected elements of the preferred embodiment of the special number telecommunication system of the present invention, manifested in a 9-1-1 system. In FIG. 6, an improved 9-1-1 system 61 includes a first emergency service complex (ESC1) 62 and a second emergency service complex (ESC2) 64. Preferably emergency service complexes ESC1 62 and ESC2 64 are substantially the same in structure and are arranged for parallel backup operational support for users of improved system 61 substantially as described in connection with 9-1-1 system 60 (FIG. 2) above. In order to avoid prolixity, a complete description of 9-1-1 system 61 will not be undertaken in so far as it is redundant of the description of 9-1-1 system 60 (FIG. 2). In order to simplify explanation of improved system 61, this description will focus upon connections and arrangements involving emergency service complex ESC1 62 as they are involved with establishing on-demand remote emergency service call centers using a virtual private network according to the present invention, with the understanding that parallel connections and arrangements are in place regarding emergency service complex ESC2 64.

Emergency service complex ESC1 62 serves a plurality of service providers 66, including an incumbent local exchange carrier (ILEC) 68, a wireless service provider (WSP) 70, an Internet service provider (ISP) 72, and other service providers 66 not specifically identified in FIG. 6. Emergency service complex ESC1 62 may be connected with a public network directly or connected with a public network via one or more service provider 66. Thus, emergency service complex ESC1 62 is connected within the public switched telephone network (PSTN) (as broadly defined herein; not shown in FIG. 6) with any of the service providers 18 (FIG. 1), with any or all of the other entities 38 (FIG. 1), and with additional service providers not even contemplated for connection with prior art 9-1-1 system 10. Such additional service providers may include, by way of example, Internet service provider ISP 72 (FIG. 6).

Service providers 66 provide telecommunication services of various milieux to callers, or users 74. The various telecommunication milieux contemplated by system 60 of the present invention includes any electronic transmission of information including, for example, voice, data and video communications, whether delivered via systems employing digital, analog, ISDN, optical, wireline, wireless, or other delivery technologies. Also included within the contemplated technological applicability of the present invention are voice, data or video signals delivered over the Internet, via satellite communications, or via other delivery media. The broad variety of communication milieux available to connect emergency service complex ESC1 62 with various service providers 66 enables establishment of virtual private networks with selected users 74.

A virtual private network, as contemplated by the present invention, is a public-switched network making use of the PSTN (as broadly defined herein). A virtual private network provides transmission having characteristics similar to the characteristics of private phone lines, including conditioning, error testing, priority access, and high speed communications over full-duplex four wire dial-up circuits having a line quality adequate to support data communications. Because virtual private networks are dial-up services over the PSTN, they provide an advantage in that they provide an alternative method of accessing the emergency services network to circumvent a local problem, such as a snow storm in the area or tornado at the PSAP; or an operator capacity issue, such as may occur when a big problem overwhelms the PSAP; or to accommodate worker convenience. Such high level redundancy results in a high level of network resiliency, or robustness. Virtual private networks offer further advantages in that they provide flexibility and scalability because sites can be added or deleted rather easily, and costs maintain a reasonable relationship vis-à-vis comparable enterprise network configurations with similar functionality. Further, network design and reconfiguration for virtual private networks are greatly simplified as compared to design or reconfiguration of a leased-line network of similar capabilities.

A virtual private network 740 provides selective network connectivity by incumbent local exchange carrier (ILEC) 68 with users/on-demand call centers 741, 742, 743, 744, 745. A virtual private network 700 provides selective network connectivity by wireless service provider (WSP) 70 with users/on-demand call centers 701, 702. A virtual private network 720 provides selective network connectivity by Internet service provider (ISP) 72 with users/on-demand call centers 721, 722, 723.

The equipping of on-demand call centers 741, 742, 743, 744, 745, 701, 702, 721, 722, 723 preferably includes providing capabilities commensurate with their emergency call responsibilities. Thus, a capability to at least handle some of the functions of network manager device 78, data communication manager device 80, selective call router 82, mapping capability 88, automatic call distributor (ACD) 90 and ALI/enhanced ALI data base 84 by on-demand call centers 741, 742, 743, 744, 745, 701, 702, 721, 722, 723 is necessary. Providing such a capability could be accomplished by installing parallel software and memory capacity for appropriate data bases at each remote site networked with virtual private networks 740, 700, 720. In such a configuration, updates of relevant call routing or other information may be effected periodically via virtual private networks 740, 700, 720. Another way to provide such a capability is to include access to requisite software and data bases at emergency service complex ESC1 62 via respective virtual private networks 740, 700, 720. A combination of resident capabilities and networked capabilities may provide an attractive solution in some situations.

The configuration of improved system 61 (FIG. 6) to connect with a PSTN with a telecommunication switch capability or via a service provider 66 means that improved system 61 is configurable for operation within a PSTN (including virtual private networks, private networks and other limited access network configurations) as a “full participant” station operating as a telecommunication system node or as a user of a service provider 66. The present invention contemplates improved system 61 (FIG. 6) being configured for full participation in a global telecommunication network (not shown in FIG. 6) as a substantially fully cognizant telecommunication switching capability, or connected with the global telecommunication network via one or more telecommunication service provider 66.

FIG. 7 is a schematic diagram illustrating employment of a telecommunication system for use with a telecommunication network for handling special number calls according to the present invention, manifested in a 9-1-1 system. In FIG. 7, a “country” 100 includes “states” 102, 104, 106, 108. State 104 includes two “counties” 110, 112. Country 100 is served by a telecommunication network 114.

State 102 has a special number call processing center CP₁. Special number call processing center CP₁ is connected with special number answering position P₁; special number answering position P₁ has communication links with special number action agencies. In the case where the special number answering system is an emergency services call answering system, for example, special number action agencies would include local police (P), fire (F) and emergency medical (E) agencies. Special number call processing center CP, is also connected with central office CO₁, the local telephonic service provider for state 102, and may be connected with network 114. The dotted lines connecting special number call processing center CP₁ with central office CO₁ and with network 114 are intended to indicate that either connection (or both) may be employed. Central office CO₁ supports and is connected with wireline users U_(1b), U_(1c), U_(1d). Central office CO₁ is also connected with network 114. When using a virtual private network, central office CO₁ effects connection between on-demand station/user ODS/U_(1a) and call processing center CP₁. When not exercising a virtual private network to establish special number call handling capability between call processing center CP₁ and on-demand station/user ODS/U_(1a), central office CO₁ serves on-demand station/user ODS/U_(1a) as a user, providing substantially the same service as is provided to users U_(1b), U_(1c), U_(1d).

State 104 has two counties 110, 112. County 110 has two special number call processing centers CP21, CP22, both of which special number call processing centers CP21, CP22 are connected with a special number answering position P₂. Special number answering position P₂ has communication links with special number action agencies, such as (e.g. in an emergency services call answering system) local police (P), fire (F) and emergency medical (E) agencies.

Special number call processing center CP₂₁ is connected with central offices CO₂₁₁, CO₂₁₂. Central office CO₂₁₁ supports and is connected with wireline user U_(211b). When using a virtual private network central office CO₂₁₁ effects connection between on-demand station/user ODS/U_(211a) and call processing center CP₂₁. When not exercising a virtual private network to establish special number call handling capability between call processing center CP₂₁ and on-demand station/user ODS/U_(211a), central office CO₂₁₁ serves on-demand station/user ODS/U_(211a) as a user, providing substantially the same service as is provided to user U_(211b).

Central Office CO₂₁₂ supports and is connected with wireline users U_(212a), U_(212b). Central offices CO₂₁₁, CO₂₁₂ are each connected with network 114. Special number call processing center CP₂₂ is connected with central offices CO₂₂₁, CO₂₂₂. Central office CO₂₂₁ supports and is connected with wireline users U_(221b), U_(221c). Central Office CO₂₂₂ supports and is connected with wireline users U_(222a), U_(222b). Special number call processing centers CP₂₁, CP₂₂ may be connected with network 114. The dotted lines connecting special number call processing centers CP₂₁, CP₂₂ with central offices CO₂₁, CP₂₁₂, CP₂₂₁, CP₂₂₂ and with network 114 are intended to indicate that either connection (or both) may be employed.

When using a virtual private network central office CO₂₂₁ effects connection between on-demand station/user ODS/U_(221a) and call processing center CP₂₂. When not exercising a virtual private network to establish special number call handling capability between call processing center CP₂₂ and on-demand station/user ODS/U_(221a), central office CO₂₂₁ serves on-demand station/user ODS/U_(221a) as a user, providing substantially the same service as is provided to user U_(221b), U_(221c). When using a virtual private network central office CO₂₂₂ effects connection between on-demand station/user ODS/U_(222c), and call processing center CP₂₂. When not exercising a virtual private network to establish special number call handling capability between call processing center CP₂₂ and on-demand station/user ODS/U_(222c), central office CO₂₂₂ serves on-demand station/user ODS/U_(222c), as a user, providing substantially the same service as is provided to users U_(222a), U_(222b).

County 112 has a special number call processing center CP3 connected with a special number answering position P₃. Special number call processing center CP3 is connected with a central office CO₃. Central office CO₃ supports and is connected with wireline users U_(3a), U_(3b). Central office CO₃ is connected with network 114. Special number answering position P₃ has communication links with special number action agencies. In the case where the special number answering system is an emergency services call answering system, for example, special number action agencies would include local police (P), fire (F) and emergency medical (E) agencies. The dotted lines connecting special number call processing center CP₃ with central office CO₃ and with network 114 are intended to indicate that either connection (or both) may be employed.

State 106 has a special number call processing center CP₄. Special number call processing center CP₄ is connected with a special number answering position P₄. Special number answering position P₄ has communication links with special number action agencies (not shown in FIG. 7). Special number call processing center CP₄ is also connected with central offices CO₄₁, CO₄₂. Central office CO₄₁ supports and is connected with wireline users U_(41a), U_(41b). Central office CO₄₂ supports and is connected with wireline users U_(42a), U_(42b). Central offices CO₄₁, CO₄₂ are connected with network 114. The dotted lines connecting special number call processing center CP₄ with central offices CO₄₁, CP₄₂ and with network 114 are intended to indicate that either connection (or both) may be employed.

State 108 has a special number call processing center CP₅. Special number call processing center CP₅ is connected with a special number answering position P₅. Special number answering position P₅ has communication links with special number action agencies (not shown in FIG. 7). Special number call processing center CP₅ is also connected with central offices CO₅₁, CO₅₂. Central office CO₅₁ supports and is connected with wireline users U_(51a), U_(51b). Central office CO₅₂ supports and is connected with wireline users U_(52a), U_(52b). When using a virtual private network, central office CO₅₁ effects connection between on-demand station/user ODS/UL_(51c) and call processing center CP₅. When not exercising a virtual private network to establish special number call handling capability between call processing center CP₅ and on-demand station/user ODS/U_(51c), central office CO₅₁ serves on-demand station/user ODS/U_(51c) as a user, providing substantially the same service as is provided to users U_(51a), U_(51b). The dotted lines connecting special number call processing center CP₅ with central offices CO₅₁, CP₅₂ and with network 114 are intended to indicate that either connection (or both) may be employed.

Special number call processing center CP₅ may also be connected with a wireless service provider (WSP) WSP₅ and an Internet service provider (ISP) ISP₅. The dotted lines connecting wireless service provider WSP₅ and Internet service provider ISP₅ with special number call processing center CP₅ are intended to indicate that such a direct connection is not always established. Wireless service providers and Internet service providers often communicate with special number systems via the PSTN.

In FIG. 7, wireless service provider WSP₅ supports mobile users MU_(5a), MU_(5b), MU_(5d), MU_(5e). When using a virtual private network wireless service provider WSP₅ effects connection between on-demand station/mobile user ODS/MU_(5c) and call processing center CP₅ for mobile user ODS/MU_(5c), substantially as a central office would establish and provide such network services for a wireline user. When not exercising a virtual private network to establish special number call handling capability between call processing center CP₅ and on-demand station/mobile user ODS/MU_(5c), central office CO₅ serves on-demand station/mobile user ODS/MU_(5c) as a mobile user, providing substantially the same service as is provided to mobile users MU_(5a), MU_(5b), MU_(5d), MU_(5e). The present invention contemplates that an appropriate virtual private network arrangement can be established among on-demand station/mobile user ODS/MU_(5c), central office CO₅ and wireless service provider WSP₅ whether wireless service provider WSP₅ is directly connected with central office CO₅ or communicates with central office CO₅ via a public switch telephone network (PSTN), as broadly defined herein.

Internet service provider ISP₅ supports Internet users (not shown in FIG. 7). When using a virtual private network Internet service provider ISP₅ effects connection between on-demand station/Internet users (not shown in FIG. 7) and call processing center CP₅ substantially as a central office would establish and provide such network services for other users. When not exercising a virtual private network to establish special number call handling capability between call processing center CP₅ and an on-demand station/Internet user, central office CO₅ serves on-demand station/Internet users associated with Internet service provider ISP₅ as users, providing substantially the same service as is provided to other users. The present invention contemplates that an appropriate virtual private network arrangement can be established among an on-demand station/Internet mobile user, central office CO₅ and Internet service provider ISP₅ whether Internet service provider ISP₅ is directly connected with central office CO₅ or communicates with central office CO₅ via a public switch telephone network (PSTN), as broadly defined herein. Further, the present invention contemplates that Internet users and on-demand station/Internet users may be mobile telecommunication stations.

FIG. 8 is a schematic flow diagram illustrating the method of the present invention, manifested in a telecommunication system for handling special number calls. In FIG. 8, the method is intended for use in delivering messages to selected users of a plurality of users in a telecommunication network including an array of switches, junctions, communication channels, user-operated communication devices and telecommunication service providing stations connected to facilitate electronic communication among a plurality of stations using a plurality of communication milieux (not shown in FIG. 8). The method 270 begins with the step of routing special number calls via the telecommunication network to at least one special number call processing center connected with the network, as indicated by a block 272.

The method continues with further routing the special number call received according to block 270, as indicated by a block 274. The further routing effected according to block 274 is directed to at least one of an intrasystem answer station, as indicated by a block 276, or an on-demand answering station, as indicated by a block 278. The on-demand answering station receives the further routed call via a virtual private network. The method continues with an evaluation of the service required by the caller placing the special number call being routed, as indicated by a block 280. An evaluator of the service required then chooses an action agency appropriate for the service required, as indicated by a decision block 282.

The method continues with alerting a special number action agency regarding the service required. In the case where the special number answering system is an emergency services call answering system, for example, special number action agencies may include local police (P), as indicated by a block 284; fire (F), as indicated by a block 286; or emergency medical (E) agencies, as indicated by a block 288.

It is to be understood that, while the detailed drawings and specific examples given describe preferred embodiments of the invention, they are for the purpose of illustration only, that the apparatus and method of the invention are not limited to the precise details and conditions disclosed and that various changes may be made therein without departing from the spirit of the invention which is defined by the following claims: 

What is claimed is:
 1. A telecommunication system configured for use with a telecommunication network for handling special number calls; said telecommunication network including a plurality of switching junctions connected by a network of a plurality of communication channels, a plurality of telecommunication service providing stations connected into said network at at least one of said switching junctions and said plurality of communication channels for effecting a plurality of various telecommunication milieux; selected telecommunication service providing stations of said plurality of telecommunication service providing stations serving a plurality of customer-operated communication devices using selected telecommunication milieux of said plurality of various telecommunication milieux; the system comprising: (a) at least one special number answering station; at least one said special number answering station configured for selective connection with a plurality of action agencies; (b) at least one special number call processing center; at least one said special number call processing center being connected with at least one said special number answering station; at least one said special number call processing center being configured for connection with said telecommunication network; and (c) at least one on-demand special number answering station; at least one said on-demand special number answering station being connected in a virtual private network arrangement with at least one said special number call processing center and with at least one said special number answering station.
 2. A telecommunication system configured for use with a telecommunication network for handling special number calls as recited in claim 1 wherein at least one said special number call processing center is configured with a plurality of operating configurations; at least one said operating configuration being a distributed operation configuration; said distributed operation configuration effecting activation of said virtual private network.
 3. A telecommunication system configured for use with a telecommunication network for handling special number calls as recited in claim 1 wherein at least one said special number call processing center is a distributed operation capable special number call processing center provided with at least one distributed operating configuration; at least one said distributed operation capable special number call processing center effecting activation of said virtual private network with at least one said on-demand special number answering station when in said distributed operating configuration.
 4. A telecommunication system configured for use with a telecommunication network for handling special number calls as recited in claim 1, 2 or 3 wherein selected said on-demand special number answering stations are substantially equally equipped as said at least one special number answering station with information handling tools and communication tools.
 5. A telecommunication system configured for use with a telecommunication network for handling special number calls as recited in claim 4 wherein at least one said special number call processing center is configured for direct connection with said telecommunication network.
 6. A telecommunication system configured for use with a telecommunication network for handling special number calls as recited in claim 4 wherein at least one said special number call processing center is configured for connection with said telecommunication network via at least one of said plurality of telecommunication service providing stations.
 7. A telecommunication system for use with a telecommunication network for handling emergency service calls; said telecommunication network including an array of switches, junctions, communication channels, customer-operated communication devices and telecommunication service providing stations connected to facilitate electronic communication among a plurality of stations using a plurality of communication milieux; the telecommunication system comprising: (a) at least one emergency service call processing center; at least one said emergency service call processing center being configured for connection with said telecommunication network; (b) at least one emergency service answering station connected with at least one said emergency service call processing center; at least one said emergency service answering station being configured for selective connection with a plurality of action agencies; and (c) at least one on-demand emergency service answering station; said at least one on-demand emergency service answering station being connected in a virtual private network arrangement with at least one said emergency service call processing center.
 8. A telecommunication system for use with a telecommunication network for handling emergency service calls as recited in claim 7 wherein at least one said emergency service call processing center is configured with a plurality of operating configurations; at least one said operating configuration being a distributed operation configuration; said distributed operation configuration effecting activation of said virtual private network.
 9. A telecommunication system for use with a telecommunication network for handling emergency service calls as recited in claim 7 wherein at least one said emergency service call processing center is a distributed operation capable emergency service call processing center provided with at least one distributed operating configuration; said at least one distributed operation capable emergency service call processing center effecting activation of said virtual private network with at least one said on-demand emergency service call answering station when in said distributed operating configuration.
 10. A telecommunication system for use with a telecommunication network for handling emergency service calls as recited in claim 7, 8 or 9 wherein selected said on-demand emergency service call answering stations are substantially equally equipped as said at least one emergency service call answering station with information handling tools and communication tools.
 11. A telecommunication system for use with a telecommunication network for handling emergency service calls as recited in claim 10 wherein said at least one emergency service call processing center is configured for direct connection with said telecommunication network.
 12. A telecommunication system for use with a telecommunication network for handling special number calls as recited in claim 10 wherein said at least one emergency service call processing center is configured for connection with said telecommunication network via at least one of said plurality of telecommunication service providing stations.
 13. A telecommunication system for use with a telecommunication network for handling special number calls; said telecommunication network including an array of switches, junctions, communication channels, customer-operated communication devices and telecommunication service providing stations connected to facilitate electronic communication among a plurality of stations using a plurality of communication milieux; the telecommunication system comprising: (a) at least one special number call processing center; at least one said special number call processing center being configured for connection with said telecommunication network; (b) at least one special number answering station connected with at least one said special number call processing center; at least one said special number answering station being configured for selective connection with a plurality of action agencies; and (c) at least one on-demand special number answering station; at least one said on-demand special number answering station being connected in a virtual private network arrangement with at least one said special number call processing center.
 14. A telecommunication system for use with a telecommunication network for handling special number calls as recited in claim 13 wherein at least one said special number call processing center is provided with a plurality of operating configurations; at least one said operating configuration being a distributed operation configuration; said distributed operation configuration effecting activation of said virtual private network.
 15. A telecommunication system for use with a telecommunication network for handling special number calls as recited in claim 13 wherein at least one said special number call processing center is provided with at least one distributed operating configuration; at least one said special number call processing center effecting activation of said virtual private network with at least one said on-demand special number answering station when in said distributed operating configuration.
 16. A telecommunication system for use with a telecommunication network for handling special number calls as recited in claim 13, 14 or 15 wherein selected said on-demand special number answering stations are substantially equally equipped as said at least one special number answering station with information handling tools and communication tools.
 17. A method for handling a special number call placed by a caller in a telecommunication network; said telecommunication network including an array of switches, junctions, communication channels, customer-operated communication devices and telecommunication service providing stations connected to facilitate electronic communication among a plurality of stations using a plurality of communication milieux; the method comprising the steps of: (a) routing said special number call via said telecommunication network to at least one special number call processing center connected with said telecommunication network; (b) routing said special number call to at least one of the following: (1) at least one special number answering station; or (2) at least one on-demand special number answering station; said routing of said special number call to said at least one on-demand private number answering station being effected via a virtual private network; (c) evaluating service required by said caller; (d) selecting at least one special number action agency appropriate for providing said service required; and (e) alerting said selected at least one special number action agency regarding said service required.
 18. A method for handling a special number call placed by a caller in a telecommunication network as recited in claim 17 wherein the method comprises the further step of: (f) routing said special number call to said at least one special service action agency. 